User surveys and interviews revealed a few key issues:

Users wanted different options to search for relevant services.
‍On the default USC site, users tended to miss the ‘By audience’ tab. When faced with the default ‘By category’ options, they were unsure about what services applied to them. They also cited the problem of not always knowing exactly what they were looking for, which often led to dead ends

Users want to narrow down their search quickly
‍Users found default service category and subcategory names vague and difficult to interpret at times. They liked the idea of tiered sorting (e.g. sorting by multiple criteria at the same time like audience type and category) so they were able to retrieve information about services quicker

‍Language and IT jargon on the site was confusing
At times, service names included abbreviations and jargon that users did not understand. Having to figure out what exactly services were meant jumping in and out of service detail pages - a potentially time-consuming endeavour

‍Lack of filtering and sorting capabilities for simple searches
Without clear options to sort through or filter search results, users felt overwhelmed with search results based on their search criteria